Chatbot Content Optimisation Specialist

Company Description

Ready to join a team that's leading the way in reshaping the future of insurance?

We're on a mission to revolutionize insurance for good!

Since 2000, we’ve been a trusted provider of Home and Motor Insurance, serving over 2 million customers through our esure and Sheilas’ Wheels brands. But we’re not like the rest. With a bold commitment to digital innovation, we're transforming the way insurance works—putting customers at the heart of everything we do. Leveraging advanced technology, data-driven insights, and exceptional service, we’re delivering personalized experiences that meet today’s changing needs.

Job Description

As an expert in creating content for our chatbot and other help channels, you will use a combination of proactive data analysis, collaboration with key stakeholders and great writing to drive great customer outcomes.

The Day to Day:

•Plan, implement and optimise content within our help channels aligned to priorities set out by the Lead Product Owner – primarily chatbot, help articles and agent scripts.

•Checking and amending content design to follow best practice and improve customer outcomes

•Develop deep understanding of business and customer experience in order to communicate effectively to customers

•Develop understanding of chatbot performance and the role of content design in tuning that performance.

•Write correct, clear and engaging content for customers, in line with esure tone and style

•Support discovery, design and planning of initiatives to inform content scope

•Use data analysis to identify opportunities and measure success of any changes made to content

•Collaborate with Product Owners and Business Analysts to share learnings and insights with a cross-functional team and highlight opportunities for optimisation.

•Collaborate with the Change Manager to elicit feedback from frontline teams on content related pain points within online help funnels

•Collaborate with Research and Design to elicit feedback from customers on pain points and opportunities to improve content

•Conduct keyword research to identify relevant and high-performing keywords for content optimisation within online help funnels

•Analyse competitors’ online content and identify opportunities to stay ahead.

Qualifications

We'd Love You to Bring:

•Experience writing content for chatbots and help channels.

•Good analytical abilities, an inquisitive nature and not settling until all questions are answered and understood. 

•Ability to document insights and opportunities to improve content 

•Ability to write clear, correct content in esure’s tone and style.

•Very strong attention to detail.

•Experience conducting root cause analysis. 

•Experience in the application of scrum and scaled agile practices. 

•Sound knowledge of updating content within online help funnels

•Excellent communication skills both written and oral. 

•Excellent interpersonal skills, able to deal effectively with people from a variety of backgrounds and disciplines. 

•Experience in applying as-is and to-be analysis techniques to identify content problems and opportunities 

•Ability to produce and manage tasks  in JIRA, as well as other artefacts e.g., data mapping documentation.

•Experience facilitating workshops and meetings .

•Experience of general insurance ways of working, processes and best practices would be preferred.

Additional Information

What’s in it for you:

• Competitive salary reflecting your skills and potential.
• Bonus scheme recognising your contributions.
• 25 days annual leave plus 8 flexible days.
• Flexible work options, including hybrid and part-time.*
• Private Medical Insurance 
• Career growth supported by training, mentoring, and resources!
• Join networks to connect, learn, and share with colleagues.
• Discounts on insurance products for you and family.
• Support for a healthy lifestyle through various wellness programs.
• Volunteer days and initiatives for a greener lifestyle.
• Social recognition tool for colleague appreciation

*where available